Service Management Technologist

Pay rate range - $55/hr. to $58/hr. on W2

The Problem Manager is responsible for managing the lifecycle of all problems within IT services to prevent incidents from recurring and minimize the impact of unavoidable issues.

This role ensures root cause analysis, permanent fixes, and continuous improvement of IT processes in alignment with ITIL best practices.

• Problem Lifecycle Management:
  Own and coordinate detection, logging, classification, investigation, and resolution of problems.
• Root Cause Analysis:
  Conduct structured investigations (e.g., 5-Whys, Fishbone diagrams) for major incidents and recurring issues.
• Collaboration:
  
  Work closely with Incident, Change, and Service Management teams to implement permanent solutions.
• Knowledge Management:
  Maintain Known Error Database (KEDB) and create Knowledge Base articles for new processes.
• Monitoring & Reporting:
  Track overdue problems, monitor SLA compliance, and provide regular reports to leadership.
• Change Coordination:
  Initiate and manage changes required for permanent fixes in collaboration with Change Management.
• Continuous Improvement:
  Review and refine problem management processes and tools to enhance efficiency.

• Strong understanding of ITIL Problem Management processes.
• Proven experience in Root Cause Analysis and problem‑solving methodologies.
• Familiarity with tools like Service Now, Jira, and reporting dashboards.
• Excellent communication and stakeholder management skills.
• Ability to analyze trends and proactively identify potential risks.

• ITIL Foundation or higher certification.
• Experience in large‑scale enterprise environments.
• Knowledge of automation and proactive problem management techniques.